Head of Customer Management

**Head of Customer Management - Household Products**

**Leeds/London/Bristol/Glasgow - Hybrid**

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

We are looking for a Head of Customer Management to join our Household Products team. You will join our Household Leadership team, working closely with product and functional leads to implement a strategy to monitor and improve customer outcomes in support of the Household portfolio objectives.

The primary accountability of this role is to embed DLG's evolving customer strategy, ensuring that Household Products raise the bar whilst delivering against commitments outlined in the PROD4 and Consumer Duty regulation.

**What you'll be doing**:

- Embed our customer strategy and lead a multi-skilled team to monitor, assess and evidence customer outcomes across all Household Products, you will execute the monthly product reviews and the annual product assessments, summarising and escalating concerns to the Household Leadership team.
- Responsible for the continuous improvement and development of the Household product management assessment framework, setting measures, standards and tolerances, aligning with relevant Group policies and agreeing risk appetite with the first and second-line risk teams.
- Work with Heads of Product and the broader Household functional leadership to drive customer improvements and ensure that good customer outcomes are central to all business decisions.
- Lead engagement with the Customer Outcomes Improvement Programme ensuring that all Household products deliver against key programme requirements and setting appropriate risk appetite across Household products.
- Champion the Voice of the Customer around the Household Leadership table and strive to embed a positive conduct culture across the Household business.
- Own the Household Conduct Risk and Control Assessment and align with the first line risk team to continue to define shape and continually improve the process.
- You will collaborate with teams to understand the evolving regulatory landscape and ensure Household product alignment with Group risk appetite, policies and conduct requirements.
- You will build and develop a highly skilled and motivated team, setting clear objectives, holding teams to account and embedding the DLG values and performance framework.

**What you'll need**:

- Proven experience working in the Insurance or Financial Services industry.
- A Customer-focused Consumer Duty and PROD4.
- Passionate about innovating, creating and continuously improving products and services for customer and commercial benefit.
- Confident engaging with senior leaders to advise, support and influence decision making.
- Ability to clearly communicate and summarise complex topics.
- Experience of managing and prioritising multiple demands, ability to ruthlessly prioritise - building consensus where appropriate, but comfortable as the decision maker.
- Strong stakeholder management skills - able to encourage cross-discipline collaboration to achieve business goals and overcome organisational challenges.
- Relevant experience in working to understand Customer Outcomes which could include Compliance/Audit/Risk/Quality/Complaints Handling/Vulnerable Customer Management/Customer Experience.

**Ways of Working**:
Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here.

**Benefits**:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Our core benefits include:

- 9% employer contributed pension
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- AIP bonus
- EV car scheme allows all colleagues to lease a brand new electric or plug-in hybrid car in a tax efficient way.
- 25 days annual leave, increasing each year up to a maximum of 28
- Buy as you earn share scheme
- Employee discounts and cashback
- Plus many more

**Being yourself**:
Together we’re one of a kind.

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